Senior Program Manager, RBS BE - Organization Excellence

About the job

The job involves end to end business planning including but not limited to creating annual plans and strategy for execution, ensuring operational rigor, designing high business impact processes and identifying automation possibilities that drives process efficiency. As a large-program owner, he/she will be the strategic point of contact to business, operations and tech teams of Amazon worldwide and must therefore be comfortable and confident liaising with remote global teams in business and technology at senior leadership levels. He/She will manage business impact via functional activities and will be accountable for designing and delivering on all KPIs of the same. He/she should define the program (mission, vision, tenets), set objectives, analyze data, drive improvements that are quantified with metrics, and influence resource allocation. He/She will solve ambiguous problems and proactively identify and mitigate risks (before they become roadblocks). He/She will be data-driven and demonstrate good judgment in how and when to escalate. A successful candidate will be an exceptional strategic thinker. Key skills for the role include an extraordinary ability to deal with ambiguity, to network effectively and influence partner teams without authority, to overcome unforeseen obstacles, and a passion for developing a deep understanding of the tech product.

This Senior Program Manager will own the VP goal of RBS People Experience Improvement, with the mission to make RBS the best place to work where employees feel valued, connected, empowered, and advance their careers in a meaningful way. The role encompasses leading a comprehensive People Experience program that will drive employee engagement through voice, insights, launching solutions and feedback mechanisms. The manager will establish clear accountability structures, measure impact through the Connections Score and program-specific KPIs, and coordinate cross-functional execution to deliver exceptional employee experiences that directly correlate with improved organizational performance, talent retention, and workplace satisfaction.

About the team Retail Business Service accelerates WW Amazon Stores growth by improving customer and Selling Partner experiences while optimizing costs. Our three-fold charter: 1) Detect and fix customer shopping impediments, 2) Grow SP business profitably including scaled tier-2/3 management, 3) Reduce Cost-to-Serve across Stores P&L The Organization Excellence team transforms organizational capability through four pillars: RBS TRUST, People Excellence, Continuous Improvement & Innovation and Org Mechanisms. The team proactively solves internal challenges via systematic defect identification and data-driven frameworks. Through various programs, the team positions RBS as Amazon's benchmark organization.

Key job responsibilities Key job responsibilities As a Senior Program Manager, you will:

1) Own vision and definition for the Program 2) Own Planning, execution and OP contributions 3) Set and measurable goals for the team responsible 4) Be responsible for end-to-end execution, engagement with global stakeholders & collaboration with cross functional teams. 5) Define the clear requirement of specific business use cases for tech teams 6) Support data analysts and product managers by turning business requirements into functional specifications and then executing delivery. 7) Establish scalable, efficient processes for large scale implementation. 8) Own the execution strategy. 9) Develop strategies to mitigate risk. 10) Be responsible for all communication to Leadership (Flash updates, WBR, QBR, Deep dives).

A day in the life

Leads strategic cross-functional initiatives and defines multi-year roadmaps aligned with business objectives Influences senior leadership through data-driven insights and executive reporting Designs scalable frameworks and drives organizational change management Leverages GenAI technologies to transform operations—building AI-powered solutions on platforms like Amazon QuickSuite and Kiro for workforce optimization and automation Mentors teams while translating ambiguous challenges into structured programs with measurable impact

A day in the life Leads strategic cross-functional initiatives and defines multi-year roadmaps aligned with business objectives Influences senior leadership through data-driven insights and executive reporting Designs scalable frameworks and drives organizational change management Leverages GenAI technologies to transform operations—building AI-powered solutions on platforms like Amazon QuickSuite and Kiro for optimization and automation. Mentors teams while translating ambiguous challenges into structured programs with measurable impact

About the team Retail Business Services (RBS) vision is to accelerate Amazon's growth by improving customer and brand experiences across WW stores while reducing operational costs.To enable customers to complete 100% of their shopping missions on Amazon (Deliver $100B iGMS over next 3 years). Org Excellence resolves every internal pain point at its root, GenAI as the operating model rather than just a tool, every mechanism self-serve, every impact claim science-grade, and every employee's career, belonging, and well-being proactively supported — with mechanisms built to scale beyond RBS.

Basic qualifications - 5+ years of working cross functionally with tech and non-tech teams experience - 5+ years of program or project management experience - 5+ years of delivering cross functional projects experience - Experience defining program requirements and using data and metrics to determine improvements - Experience owning program strategy, end to end delivery, and communicating results to senior leadership

Preferred qualifications - 2+ years of driving process improvements experience - Master's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field

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